Store money in wallet as it's currently empty and therefore refunds can't take place

Payments + Shipping & Fulfilment
1

Good morning,

Currently we need to give a few refunds to our customers but they are unable to process as our wallet is empty.

Is there a way to book a few hundred to our wallet so refunds can take place again?

Hope someone can help us out.

Thanks in advance.

2

@Combekk

What payment processor are you using? You can view this in Settings/Payment Providers. If using Shopify Payments, could you tell me which country you’re operating from?

1 Like
3

Morning Trevor,

Many thanks, appreciated.

We are using Shopify Payments from the Netherlands.

Hope you can help us further.

Looking forward to it.

4

@Combekk

Thank you. For Shopify Payments in the Netherlands, when a refund or chargeback takes place, we don’t debit your bank account. Instead, the negative amounts sit on the account as a “negative balance” until future positive payouts bring that balance up to date. Refunds will be sent to your customers immediately, even if you do not have the balance available in your Shopify account.

5

Afternoon @Trevor ,

We still receive or have received the below errors:

1.

This account is not currently able to refund charges. Please contact us via https://support.stripe.com/contact/ for further information.

( While none of us is aware of a stripe account neither does stripe recognize any of our e-mail addresses, is this a known issue? )

2.

Berichtthis_payment_is_too_old_to_be_refunded_it_has_passed_its_180_day_refund_window

( Shouldn’t be a limit for us, is this possible? )

Looking forward to your reply as it’s taking up quite some time to do manual refunds.

6

@Combekk

Hmm, I’m not sure on that one as I’ve never seen that appear for Shopify Payments. I would recommend contacting Shopify Support so they can authenticate your account and connect with our Billing team to review this further. You can contact support by logging in here.